Job Summary

• Responsible for thorough knowledge of the mall’s services, amenities/facilities, store locations, and promotional activities.
• Provide excellent customer service and support, including the administration of MBE Design Village’s courier and shipping services.
• Oversee daily mall operations, including conducting customer satisfaction surveys and gathering the mall’s Net Promoter Score (NPS).
• Maintain effective inter-departmental working relationships to handle operational issues.

Duties and Responsibility

1. Operation Duties

• • Attend to tenant and customer inquiries, complaints, and feedback with a positive attitude, resolving issues efficiently and professionally.
  • Assist customers by providing directions, answering questions, and delivering a personalized shopping experience.
  • Administer MBE Design Village’s courier services, including parcel pickup, drop-off, shipping, and return services, ensuring customer convenience.
  • Maintain rapport with tenants and educate them about mall promotional activities and services.
  • Ensure smooth handling of VIP and special guest arrivals, coordinating with Security, Building Services, Housekeeping, and Management to provide excellent service.
  • Ensure all PA system announcements are clear, accurate, and consistent.
  • Conduct daily mall surveys and gather Net Promoter Score (NPS) data to assess customer satisfaction and support continuous improvement initiatives.

2. Administrative Duties

• Oversee the services and administrative functions of the Customer Service Centre, ensuring all processes adhere to company policies and procedures.
• Manage inventory control of department equipment and supplies, ensuring accurate records and regular maintenance.
• Compile and evaluate mall survey results, including NPS data, and provide insights to the Marketing Team for ongoing improvement.
• Maintain accurate and timely daily reporting, including any emergencies, which should be promptly communicated to the superior.

3. Personal Shopper and MBE Courier Services

• Administer Personal Shopper services, ensuring all customer communications, purchases, and deliveries are managed with customer satisfaction as the top priority.

• Oversee MBE Design Village’s courier and shipping services, ensuring smooth operations and convenience for customers across all touchpoints.

• Promote and facilitate the use of MBE courier services to enhance the customer experience and support the mall’s business service offerings.

1. Other Duties

• Assist the others department in distributing memos and other related documents to tenants.

• Support the Marketing Team in conducting events and ensuring compliance with promotional guidelines.

• Perform any other tasks or duties as assigned by the superior.

Position Requirements

1. Qualifications: At least a Diploma or Degree in a related field.
2. Experience: At least one year of experience in customer service or a related field. Experience with courier services is a plus.

3. Skills / Competencies:
   1. Proficiency in Microsoft Office.
   2. Strong communication skills in Bahasa Malaysia, English, and other local dialects.
   3. Customer-focused with strong interpersonal skills.
   4. Physically fit to handle the physical demands of the job (parcels handling).
   5. Cheerful personality and willingness to work shifts, including public holidays.

Job Summary

• Responsible for ensuring smooth daily operations at service counters, maintaining comprehensive knowledge of mall services and promotions, supporting staff training, enforcing tenant policies, and assisting in customer data analysis to enhance service systems.

Duties and Responsibility

• Lead and manage the customer service team to deliver world-class service across all touchpoints, including calls, enquiries, and mall services.

• Ensure prompt resolution of customer complaints with follow-up actions that meet or exceed customer satisfaction.

• Collaborate closely with team members and mall tenants and cross-functional leaders to drive service quality, productivity, and continuous improvement.

• Oversee efficient escalation processes and prioritize feedback to ensure timely and effective issue resolution.

• Drive team performance by setting clear KPIs and coaching staff to meet service excellence standards.

• Conduct mall surveys and evaluate Net Promoter Index (NPI) to monitor customer loyalty and satisfaction trends.

• Supervise personal shopper services, MBE collection point, and other mall-based customer offerings.

• Participate in ad hoc projects and initiatives to support mall operations and customer engagement.

• Identify service gaps and procedural inefficiencies, proposing actionable recommendations to management.

• Apply upselling and cross-selling techniques to enhance customer experience and offer alternative solutions.

• Undertake additional responsibilities as assigned by the Company to support evolving business needs.

Position Requirements

1. Qualifications: Degree in Mass Communication, Business Administration or any related fields.
2. Experience: Minimum 3 years of working experience in leading a team in Customer Service / Public Relation field within retail and / or service Sector.
3. Skills / Competencies:
4. Strong communication and interpersonal skills.
5. Ability to speak in English, Bahasa Malaysia, local dialect and other languages will add advantages.
6. Excellent knowledge of Microsoft Office.
7. Able to work on shifts, weekends and public holidays

Role Summary

A certified by Suruhanjaya Tenaga (ST) to oversee the safe, efficient, and compliant operation of its 11 kV electrical substation and renewable energy assets. This role is pivotal in driving energy efficiency, regulatory compliance and sustainability performance across the mall (offering permanent/contract basis).

Key Responsibilities

• Lead audits, optimize HVAC/lighting systems, and implement Energy Management Plans aligned with GreenRE/GBI standards.

• Manage 11 kV substation operations, ensure compliance with ST regulations, and coordinate with TNB and contractors.

• Monitor solar PV system performance, maximize self-consumption, and ensure timely reporting to ST and SEDA.

• Act as REE under LAP license, manage submissions, inspections, and maintain zero non-conformity in audits.

• Align electrical operations with GreenRE Platinum goals and contribute to ESG reporting and renewable expansion planning.

Qualifications & Requirements

• Bachelor’s Degree in Electrical Engineering (MQA recognized university/polytechnic)

• Must be a Registered Electrical Engineer (REE) with Suruhanjaya Tenaga (ST), authorized to oversee electrical installations up to 11 KV with valid Annual Practicing Certificate (APC) issued by ST.

• Min 5 years of experience in managing electrical systems, power management or facility engineering preferably in commercial or industrial buildings.

• Strong knowledge of Electricity Supply Act, Energy Efficiency Regulations, and Renewable Energy Act.

• Proficient in power quality analysis, energy audit, load management and solar PV performance monitoring.

• Skilled in Building Management System (BMS), SCADA and electrical safety systems.

• Fluent in English and Bahasa Malaysia.

• Registered Electrical Energy Manager (EEM).

• Analytical thinker, hands-on leader, strong documentation and reporting ability, effective communicator with TNB/ST and internal management.

• Safety-minded, accountable, proactive, committed to sustainability and continuous improvement.